Customer Service Quiz Retail

Description

Retail Customer service quiz
Mandy Bullock
Quiz by Mandy Bullock, updated more than 1 year ago
Mandy Bullock
Created by Mandy Bullock over 8 years ago
489
1

Resource summary

Question 1

Question
Which of the following shows the difference between customer service standards and policies?
Answer
  • Standards and policies are methods of carrying out a service
  • A standard is a company’s plan of action to deliver a service and a policy is why it should be done.
  • A standard is a plan of action whist a policy is how the plan will be carried out
  • A standard is an accepted level of service and a policy is the organisation’s plan of action to deliver the service

Question 2

Question
What is the main benefit to a customer of a retail business having a customer service policy?
Answer
  • Customers will stay within the law.
  • Customers will always be able to get a refund
  • There is consistency in the way customers are treated.
  • Customers can follow these policies when complaining

Question 3

Question
Which of the following is one of the most common types of customer complaints?
Answer
  • Unhelpful staff
  • Opening times.
  • No toilet facilities

Question 4

Question
What is the best technique for listening to a customer making a complaint?
Answer
  • Pick out important points and facts.
  • Explain the company policy for complaints
  • Think about what you are going to say.
  • Make notes.

Question 5

Question
When a sales person is listening to a customer, what should they listen for whilst the customer is speaking?
Answer
  • Good points
  • Important points and facts
  • Queries from other customers
  • Manager or colleague

Question 6

Question
After listening and apologising to the customer, what must happen before informing the customer of a solution to their complaint?
Answer
  • A solution is put into action
  • The store becomes less busy
  • The customer is satisfied with the solution
  • Company policy is explained

Question 7

Question
Which one of the following describes a main key feature of excellent customer service?
Answer
  • Being courteous to customers
  • Exceeding customer needs
  • Accepting customer needs
  • Meeting company needs

Question 8

Question
Which one of the following techniques is the most effective method of approaching customers on the salesfloor?
Answer
  • Greet them and carry on working
  • Acknowledge their presence
  • Wait until the customer asks for help
  • Observe customer movements but say nothing
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